MACFAST

Managerial
Communication

AJAI KRISHNAN G

Communication

The term communication is derived from the latin

word

communis,

which

means

common,

consequently it implies that the communication is

common understanding through communication
of minds and hearts.

It is the meaningful exchange of information

between two or a group of people.

Definitions of Communication

Communication is the sum of all the things, a

person does when he wants to create an
understanding in the mind of another. It

involves a systematic and continuous process

of telling, listening and understanding.
- Allen Louis.

Definitions of Communication

Communication is defined as the process of

passing information and understanding from
one person to another. It builds, bridges of

meaning between people, enabling them to

safely cross the rivers of misunderstanding.
Keith Davis.

Important Features of
Communication

Communication is Unavoidable: Communication

is always an existing and unavoidable phenomenon.
Facial expression, gestures and other behavioral ways,
even silence also conveys a lot about the persons
attitude.

Continuous Process: Communication is not an art

or event at an instance of time rather it is a
continuous process, incorporating various events and
activities that are inter-related and interdependent.
AJAI KRISHNAN G

Important Features of
Communication

Two way traffic: Communication is not complete

unless the receiver understands the message. To
ensure that the receiver has understood the message,
there should be some sort of feedback.

The role of perception: Human perceptions, the

process of interpreting and giving meaning to the
objects or signs, through five senses (seeing, hearing,
touching, tasting and feeling) plays a dominant role in
the communication process.

Important Features of
Communication

Universal: Communication is universal phenomenon.

All living creatures communicate through their own
symbols and signs.

Social Process: Communication is a social process

as it enables everyone in the society to satisfy his
basic needs and desires through exchange of written,
spoken or non-verbal message. It is through
communication that two or more persons interact
and influence each other and consequently bridge the
gap in their understanding.

Elements of Communication
Sender/Encoder/Speaker:

The person who initiates the communication process

is normally referred to as the sender.

He is the person who transmits, spreads, or

communicates a message and is the one who
conceives and intimates the message with the
purpose of informing/persuading/influencing/changing
the attitude, opinion, or behaviour of the receiver
(audience/listener).

Elements of Communication
Message:

The physical form of the idea or information

conveyed which can be understood through receivers

sensory receptors (hearing, seeing, smelling, feeling,

touching).

Message are not the meanings but indicative of

meanings. Meaning lies in the receivers mind not in
the message.

Elements of Communication
Encoding:

Is putting the meaning of the message into

appropriate words, symbols, gestures or other
form of expression for the purpose of sending
an intentional message.

AJAI KRISHNAN G

Elements of Communication

Channel/Medium: Is the method or vehicle used to

transmit the message. For business communication,
commonly used channels are telephones, letters,
memos, E-mail etc.

Receiver: The person or group who perceives the

message and attaches some meaning to the message,
is the receiver. By definition, if there is no receiver,

there is no communication.

Elements of Communication
Decoding:

Even if message is received, it is possible that it is

not understood in the same sense and spirit, as
the sender intended to be, because the receiver
decodes it differently.

The more the senders message commensurate

with the receivers understanding, the more
effective the communication will be.

Elements of Communication
Feedback:

It is the reversal of the communication process in

which the receiver expresses the response to the
senders message.

The response or reaction may be smiles, sighs, or

may be asking question or calling further
explanation or affirmation.

AJAI KRISHNAN G

Communication Process Models

One-Way Communication Model:

In one way communication, there is no feed back
from the receiver to sender. Here sender is not sure
about the receipt of information as well as its
understanding by the recipient.
RECEIVER

SENDER
MESSAGE

ENCODING

CHANNEL

RECEIVER
DECODE
MEANING

Communication Process Models

Two-Way Communication Model:

Unlike one way communication, in two-way
communication there is active feedback from the
receiver to the sender to ensure that the receiver has
understood the same meaning which the sender
intended to convey.
RECEIVER

SENDER
MESSAGE

DECODE AS
RECEIVER

ENCODING

CHANNEL

CHANNEL

MESSAGE

RECEIVER
DECODE
MEANING

ENCODE AS
SENDER

Communication Process Models

Role of Noise and Communication Model:

Noise is any unpleasant sound or undesirable distraction that
prevents easy and effective transmission of communication.
Physical noise consists of forces within the sender or receiver
that interfere with understanding, ie. Egotism, hostility,
prejudices, etc.
SENDER

Noise

MESSAGE

DECODE AS
RECEIVER

Noise

Noise

ENCODING

CHANNEL

CHANNEL

MESSAGE

Noise

RECEIVER

RECEIVER
DECODE
MEANING

ENCODE AS
SENDER

Objectives/Purpose of
Communication

Communication within a family, classroom, theatre,

seminar, boardroom or organization has different
objectives which depend on the purpose that has to
be achieved.

To Inform: This is the foremost objective of any

communication. Information is power and
information needs within and outside the
organization
are
usually
met
through
communication.

Objectives/Purpose of
Communication
To Persuade:

Business work through persuasion. It is important

to persuade employees to work efficiently, to
persuade to buy our product and so on.

The objective of communication is therefore also

to persuade.

AJAI KRISHNAN G

Objectives/Purpose of
Communication

To Educate: To disseminate knowledge and

develop skills and attitudes among people working
in the organization is another objective of

communication.

To Train: Communication is an integral part of

any training programme. Training is required to
achieve proficiency in specific skills.

Objectives/Purpose of
Communication
To Motivate:

High level of morale and motivation are a must to

ensure high levels of productivity and efficiency, on
a sustainable basis.

Communication provides a means to keep these

motivation levels high.

AJAI KRISHNAN G

Objectives/Purpose of
Communication
To Integrate:

Large

business

business

units,

organizations

have

departments

and

different
territorial

divisions which pursue different targets.

Communication provides the means for an

integrated approach in pursuing organizational
goals.

Objectives/Purpose of
Communication
To Relate:

Good business relations are a must for the

continued success of any business organization.

Communication provides the means for building

and nurturing mutually beneficial relationships.

AJAI KRISHNAN G

Objectives/Purpose of
Communication
To Entertain:

Whatever be the nature of business, there is

always a time for entertainment.

Communication facilitates social bonding and

brings lighter moments that help in creating
stunning moments and in relieving tension.

Types of Communication
1.

One way communication

communication

and

2.

Verbal
Communication
Communication

3.

Formal
Communication
Communication

4.

Interpersonal Communication and Intrapersonal

Communication.

and
and

two

way

Non-verbal
Informal

One way Communication

Here role of the sender and receiver are isolated, not

interdependent. The sender conveys the message and
the receiver has to make out the meaning on his own
as there is no scope for check back.

The effectiveness of this way of communication

depends upon the speakers inferential ability and the
receivers listening skill.
Eg: The news reader reading news on television set
or radio etc.

Two way Communication

It involves active feedback from the receiver to

the sender to ensure that the receiver has
understood the same message which the sender
intended to convey.

This

form

of

communication

being

more

interactive and interpersonal, allows better mutual

understanding.

AJAI KRISHNAN G

Verbal Communication

Verbal communication is communication through

spoken

or

written

words.

This

verbal

communication can be oral as well as written.

Oral communication may be face to face, or by

telephone or by video conferencing system.

Written communication can take the form of

letters, memos, reports etc.

Non-verbal Communication

It means transmission of meaning other than oral or

written words.

Messages
can
be
communicated
through gestures, body language or posture, physical
distance, facial expression and eye contact, which are
all types of nonverbal communication.

Studies reveal that about 55% of human

communication is through non verbal clues than
through written or spoken words.
AJAI KRISHNAN G

Non-verbal Communication

That is according to Albert Mehrabian (Professor

Emeritus of Psychology, UCLA);

Only about 7 percent of the emotional meaning of a

message is communicated through explicit verbal
channels.

About 38 percent is communicated by paralanguage,

which is basically the use of the voice.

About 55 percent comes through nonverbal, which

includes such things as gesture, posture, facial
expression, etc.
AJAI KRISHNAN G

Non-verbal Communication

Formal Communication

It is communication structured on the basis of

hierarchy, authority and accountability.

This is designated to
dissemination

ensure uniformity in

of information

and

to

ensure

accountability.
Eg: Departmental meetings, conferences, circulars,
company news, interviews etc.

Formal Communication
Advantages:

Ensures the maintenance of authority as well as

accountability of the executives in charge.

Helps to develop intimate relations

immediate boss and his subordinates.

Ensures authenticity and genuineness of the matter

communicated because of responsibility of the person
involved.

Keeps uniformity in the dissemination of information.

between

Formal Communication
Disadvantages:

Increases the workload of various managers as all

communications are to be transmitted through them.

Widens the communication gap between top

executives and employees at the lower level.

Dilutes the accuracy of the message when filtering

and coloring take place at the middle level.

Encourages the tendencies of red tapism, delay tactics

and suppressing of information by boss for causing
unnecessary harassment to the subordinate.

Informal Communication

It takes place outside the formally prescribed and

planned network or channel.

Unlike formal communication which is deliberately

created or documented; it is spontaneous and off

the records and beyond organizational hierarchy.

It has no set of rules and regulations and no

particular direction. It is also called Grapevine.
AJAI KRISHNAN G

Informal Communication
Advantages:

Flows to any direction and degree with no constraint.

Strengthens the social dimensions of the organization as

it provides platform for employees social gatherings
not only in organization but outside the organization
also.

Enables the employees to discharge their negative

emotions and to feel relieved through talking and
meeting each other.

Helps to bypass official channels which

unnecessarily cumbersome and time consuming.

are

Informal Communication
Disadvantages:

Carries half-truths, rumors, false and fabricated stories

etc. Because of lack of their accuracy and authenticity,
they misinform employees or even mislead them.

Increases chances of distortion of the message as every

person hearing the message tries to add, mould or
color the message according to his/her whims and
wishes.

Creates misunderstandings among employees and

adversely affect their relations.

Intrapersonal Communication

It is the internal dialogue occurring within the

mind of an individual.

It may be clear or confused, depending upon the

individuals state of mind.

If the individuals mind is in trouble and turmoil,

the message will be unclear, vague and confused.

AJAI KRISHNAN G

What is included in Intrapersonal

Communication?

Thoughts about yourself

Self-Awareness your level of knowledge about

yourself.

Self-Esteem how you feel about yourself.

Demonstration of who you are

Personality emotions, thoughts and behavior patterns

that a person has.

Self Talk
- is the inner speech that includes the questions and
comments you make to yourself.

Athletes use self-talk to reach their

peak performance.

Interpersonal Communication

It is the communication among two or more

persons.

Interpersonal communication is a term usually

applied to verbal and nonverbal interactions in oneon-one or small-group settings.

People skills and soft skills are terms often used

to describe someones interpersonal competence.

AJAI KRISHNAN G

Interpersonal Communication

In the workplace, one who is good in interpersonal

communication can relate to and work with a wide
variety of people, negotiate differences, handle conflicts,
make requests effectively and receive information

objectively.

Other Types of Communication

Group Communication:

It is an extension of interpersonal communication. It

is an association of two or more persons who
interact with each other in such a way that each
influences the other.

Group may be formal such as committees, board of

directors, quality circles, teams etc.

Informal groups are groups which emerge

spontaneously without deliberate design to meet
social needs.

Public Communication

It involves speech by one person to a large group at

time. This is one way communication as the speaker
gives speech and the audience listens only.

Medias of Communication

Medias of communication refer to the vehicles or

instruments or channels through which communication
is delivered or channelized.

Numerous communication channels are used like face

to face conversation, telephones, teleconferencing, EMail, fax, etc.

The formal medias of communication are divided and

discussed into two broad categories:
1. Oral Communication

2. Written Communication

Oral Communication

Oral communication is vital for any business, social

or political organization.

It occurs through spoken words, through speech

either face to face or through any electrical device

such as phone, teleconferencing, public address
system etc.

Effective Oral Communication

Pronunciation: All
pronounced

the

correctly

words
and

should

clearly.

be
Bad

pronunciation creates adverse image in the mind

of the listener.

Self Confidence: The person speaking must have

self confidence which comes with sufficient
knowledge of the subject and overcoming inner

inhibitions.

Effective Oral Communication

Concise and Complete Message: The message to

be presented must be concise and complete. Overloaded message diverts the readers attention
whereas under loaded message misleads them.

Logical Sequence: The speaker should present the

message

in

logical

sequence

with

organized

arguments. Only then his/her message will be more

vibrant and forceful.

Effective Oral Communication

Natural Voice: The message should be presented

in the natural voice. This voice should be made
pleasing and clear with practice, confidence,
emotional content etc.

Tone: The tone of the message should be according

to the situation otherwise the message will not be
appealing.

Effective Oral Communication

Variations in the intonation pattern:

The sound of the voice should not be steady and

flat.

There should be variations in the intonation

pattern, ie both rising as well falling pitch,

according to the occasion.

AJAI KRISHNAN G

Advantages of Oral Communication

Immediate Clarification: In oral communication,

the communicator can immediately clarify the
message if the receiver has any doubt about the

message.

Speedy: Oral communication, whether face to face

or through electrical or electronic devices, is
speedy.

Advantages of Oral Communication

Suitable

for

Emergency:

Since

oral

communication is the most speedy method of

communication, it is suitable for conveying

emergency message.

Lesser Formal: Oral communication is lesser

formal compared with written communication.

Advantages of Oral Communication

Group Communication:

Through oral communication group communication

is possible.

Therefore this type of communication is most used

in conferences, meetings and seminars where

different persons can interact with each other.

Advantages of Oral Communication

Personal Quality:

Through oral communication, effective impact can

be made on the receiver through personal quality
and influence of the personality.

Such advantage is not possible in case of written

communication.

Disadvantages of Oral Communication

No record: Since there is no documentary

record of the oral communication, it does not
become legal evidence.

Lengthy message: If the message is lengthy the

chances of its misunderstanding, illusion and
forgetting are very high.

Disadvantages of Oral Communication

Distortions:

In

misunderstanding

and

oral

communication

misinterpretation

of

the

message usually occur because of the distorted

meanings by the receiver. The main theme of the

message is lost as a result of these distortions.

Speakers ineffectiveness: Speakers inability and

ineffectiveness adversely affect the creation and

retention of the listener's interest.

Disadvantages of Oral Communication

Limitations of human memory: Human memory

cannot retain all the spoken words even if they have
been clearly heard and understood.

Oral communication takes place through any of the

following medias:
(i) Face to Face

(ii) Teleconferencing

(iii) Telephone

(iv) Voice Mail

Face to Face Communication

Face to face communication

may be between two
persons or among small
group or gathering of
persons.

It may also assume the form

of speech or address by one
person to an audience.

Teleconferencing

The holding of a conference among people remote

from
one
another
by
means
of telecommunication devices (as telephones or
computer terminals)

Through teleconferencing they can hear and see each

other and talk with one another as if they were sitting
together in one room.

In the present era of globalization people operating in

different countries, can be linked together in global
office through teleconferencing.

Telephone

Telephone is one of the most frequently used

means of oral communication in the present
business world.

Most of the urgent matters, are dealt with on

phone.

Not only one-to-one contact but group

communication is also possible through audio
conferencing, when more than two persons sitting
far away and speaks on telephone.

Voice Mail

Voicemail (also known as voice message or voice bank)

is a computer based system that allows users and

subscribers to exchange personal voice messages;

to select and deliver voice information; and

to process transactions relating to individuals,

organizations, products and services, using an
ordinary telephone.

Written Communication

It includes written words, graphs, charts, reports,

diagrams, pictures etc.

It comes in variety of forms like, letters, memos,

bulletins, reports etc.

Whatsoever the form or channel it may assume,

every piece of written communication requires use of
human memory, imaginative power, ability to observe
and think, mastery over language and ability to write.

Advantages of Written Communication

Permanent Records: It has the advantage of being

stored for future reference or legal document.
Therefore policy matters, procedural instructions and
confidential orders are communicated through
written communication.

Easier to Understand: It is easier to understand

than speech as it allows ample time to the reader to
read at his leisure, analyze and think about the
message.

Advantages of Written Communication

Composing in advance: It can be composed in

advance before it is delivered.

Accuracy: Written communications are less prone to

errors, as they are organized more carefully than the
spoken message. While writing a message, needless
words and all possible errors should be avoided to
make it concise, clear and complete.

Wider access: Written messages, frequently circulated

have wider access to the employees. This is not possible
in case of oral message.

Disadvantages of Written
Communication

Time consuming process: It involves time in writing,

rewriting, proof reading, printing etc. Not only does it
take time in drafting and producing the matter, but also
takes time to reach the receiver.

Not suitable for illiterate: It is not suitable for

illiterate people as they cannot read or write.

Formalism: It is more formal and rigid than oral

communication.

Immediate feedback not possible: Unlike oral

communication, in written communication immediate
feedback is impossible.

Barriers of Communication

Communication is complete and perfect when the

receiver understands the message in the same sense
and spirit as the communicator intends to convey.

But practically it has been noticed that such perfect

and complete communication does not take place
because of certain obstacles or other factors known
as communication barriers.

These barriers make the communication incomplete,

un forceful and ineffective.
AJAI KRISHNAN G

Semantic Barriers

Semantic barriers are concerned with problems and

obstructions in the process of encoding and decoding
the message into words or other impressions.

Different Languages: Employees at organization

have no common language. This is obvious barrier
when there is no common vehicle to convey ideas
and feelings. As companys operations expand and
extend to different countries, this language barrier
widens.

Semantic Barriers
Different Context for Words and Symbols:

Words and symbols used have several meanings

depending upon the context in which they are

used.

Unless the context of words and symbols used is

known, the receiver may misinterpret them
because of his preconceived ideas.

Semantic Barriers
Poor Vocabulary:

Poor vocabulary hinders the communicator to

convey written or verbal message in right sense.

If inappropriate and inadequate words are used,

they

will

fail

communicated.

to

clear

the

idea

to

be

Physical Barriers
Noise:

Any disturbance or interface that reduces the

clarity and effectiveness of communication is
called noise. It may be physical or psychological,
written or visual.

Noise distracts the persons communicating and

acts as barrier to communication.

Physical Barriers
Improper Time:

Improper time communication also hinders the

process of communication.
Eg: A phone call at midnight, interrupting sleep,
further irritates the receiver, if message is not
urgent.

AJAI KRISHNAN G

Physical Barriers
Distance:

The distance between sender and receiver acts as a

barrier in the communication process as the sender
has to speak loudly to convey the message.

Inadequate or overloaded information:

Inadequate information falls short to convey the

message and overloaded information distracts the
readers/receivers attention and dilutes the theme
of message.

Organizational Barriers
Organizational Rules and Regulations:

Observance of rigid rules and regulations relating to

communication, causes delay of message and
discouragement to employees in conveying their
creative and innovative ideas.

Otherwise employees feel encouraged and

motivated to come up with new ideas and opinions.

AJAI KRISHNAN G

Organizational Barriers
Non conducting of Staff Meetings:

To overcome the above barrier, certain organizations

conduct staff meetings to know the grievances and
suggestions of employees.

The organizations were such meetings and

conferences are missing, free flow of communication
is interrupted and the communication gap between
persons being ruled and the ruling, widens.

AJAI KRISHNAN G

Organizational Barriers
Wrong choice of channel:

There are many mediums and channels of

communication available, like face to face, oral

communication, written communication, telephonic,

Email, audio visual etc.

Each channel is not ideal and perfect in every

situation.

Organizational Barriers
Hierarchical Relationship:

The greater the difference in hierarchical position,

the greater is the communication gap between
employees and executives.

AJAI KRISHNAN G

Psychological Barriers

Psychological

barriers

arise

from

motives,

emotions, social values, different perceptions etc.

These create a psychological distance, cause

misunderstanding among people at work and

hinder the communication process.

Psychological Barriers
Selective Perceptions:

Our sensory receptors have their own limitations.

As a result we perceive not the whole spectrum,

but a few selective symbols based upon our needs,

motives, experience, background, etc.

Psychological Barriers
Premature Evaluation:

It is a human tendency that we do not listen or

read the whole, but try to infer from certain part of
the message.

The moment we try to evaluate, we stop further

message visible to our sensory receptors.

As a result effective communication does not takes

place because of premature evaluation.
AJAI KRISHNAN G

Psychological Barriers
Different comprehension of reality:

Reality is not absolute concept, it is relative to

different persons.

Each person has unique sensory receptors and

mental filters.

As a result our inferences and evaluation are

different.

Psychological Barriers
Attitude of Supervisors:

If the supervisors are afraid of delegating

authority and lack confidence in themselves as

well as in their subordinates, they will obviously

try to conceal, colour or filter the information.

Psychological Barriers
Attitude of Subordinates:

The negative attitude of subordinates also affect

the communication flow.

Their inferiority complexes, unwillingness to share

information and fear of action are the obvious

barrier to communication.

Psychological Barriers
Poor Listening:

Most of the people just hear, do not listen

attentively.

If they listen, they listen selectively: taking the

desired part and ignoring the undesired part of

the message.

Psychological Barriers
Egocentric Behaviour:

The self-centered persons think that their own

ideas are more important and others are wrong.

They keep their minds closed and alienate from

the people with whom they work.

Psychological Barriers
Emotions:

Positive emotions such as love, affection and

compassion smoothen the flow of communication
whereas negative emotions such as hatred, anger,
anxiety obstruct the communication process.

Essentials of Effective Communication

Principles of Effective Communication

An effective communication is most essential for the

organization.

7Cs of Communication

Candid
Clear
Complete
Concise

Concrete
Correct
Courteous

Seven Cs of Communication
Candid:

To make communication effective, it is most

imperative that the message should be frank, truthful
and straight forward and should not be indirect or
untrue.

There should not be any beating around the bush or

conveying something that hinders the truth.

It will lead to prejudices and doubts about the

sincerity of the communicator.

Seven Cs of Communication
Clear:

The message to be communicated, whether oral or

written, should be crystal clear.

For this not only clarity of expression is must, but

also clarity of thought is also important.

Clear message always stems from clear minds and

clear hearts.

The transmitter should be very careful about the

meanings and organization of words and symbols
used in communication.

Seven Cs of Communication
Complete:

The communication must be complete. It should

convey all facts required by the audience.

A complete communication always gives additional

information wherever required. It leaves no questions
in the mind of receiver.

Complete communication helps in better decisionmaking by the audience/ readers/ receivers of

message as they get all desired and crucial
information.

It persuades the audience.

Seven Cs of Communication
Concise:

Conciseness means wordiness, i.e, communicating what

you want to convey in least possible words.

It is both time-saving as well as cost-saving.

It underlines and highlights the main message as it

avoids using excessive and needless words.

Concise communication provides short and essential

message in limited words to the audience.

Concise message is more appealing and comprehensible

to the audience.

Seven Cs of Communication
Concrete:

Concrete communication implies being particular and

clear rather than unclear and general.

It is supported with specific facts and figures.

It makes use of words that are clear and that build

the reputation.

Business professionals who is making use of concrete

facts and figures, are obvious: the receivers know
exactly what is required or desired.

Seven Cs of Communication
Correct:

The message to be communicated should be correct in

spelling, grammar, format, contents etc.

If the communication is correct, it boosts up the

confidence level.

It checks for the precision and accurateness of facts and

figures used in the message.

It makes use of appropriate and correct language in the

message.

Therefore it is essential that the sender should verify the

correctness of the information before presenting it to the
receiver.

Seven Cs of Communication
Courteous:

Implies stepping into the shoes of others.

Effective communication must take the audience into

consideration, i.e, the audiences view points,
background, mind-set, education level, etc.

Emphasize on You attitude, instead of I attitude.

Show optimism towards your audience. Emphasize on

what is possible rather than what is impossible.

Lay stress on positive words such as cheerful,

committed, thanks, warm, healthy, help, etc.

MACFAST

Thank You
Ajai Krishnan G